1,452 Customer Reviews over 37 pages
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- Location
- cornwall
- Reviewing
- Shell Energy
- Date
- 2021-10-06
- Comments
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waiting to talk to somebody from customer service no one ans the phone am not going with tham looks like BT.
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2022-09-03
- Comments
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Absolutely shocking internet. It’s slow and constantly drops out and I have to reset it. I can’t comment on the customer service because I refuse to ring them simply because of the previous reviews regarding the wait times and dealing with customer service - judging by these reviews, it doesn’t fill me with any hope that She’ll would sort the problem anyway. As soon as my contract is up I’m off!!
- Location
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- Location
- Clee Hill
- Reviewing
- Shell Energy
- Date
- 2022-02-12
- Comments
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They don’t answer the phone, if you email them ,they don’t deal with your complaint just fob you off.My broadband bill jumped from £40 to £67 and I can’t get an explanation why , the broadband speed is rubbish and keeps dropping off.
- Location
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- Location
- Leicester
- Reviewing
- Shell Energy
- Date
- 2022-12-12
- Comments
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No problems when with the Post Office but now continual problems with Shell broadband speed and its continuity. I'm supposed to receive a speed between 35 Mbs and 45 Mbs. I get as low as 11 Mbs. I complain for which one has to wait around 30 mins for someone to answer the phone. I'm told that I must give 3 possible days when an engineer needs to visit but be prepared to be charged if I'm not at home but for which there is no reciprocal arrangement if the engineer doesn't turn up, which has happened to me. In fact the problem can be solved without an engineer's visit and this can be undertaken remotely. Then my speed is restored to around 36 Mbs (min for me should be 35) after which it is slowly decreased until I have to complain again. It seems like I'm being robbed of the service I pay for. As it can be quickly reset I believe that it is my ISP who is throttling my speed. Broken contract - new provider here I come.
- Location
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- Location
- West midlanda
- Reviewing
- Shell Energy
- Date
- 2019-03-16
- Comments
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AVOID AVOID AVOID
no internet even after ringing up and complaint still no internet. Rang back a couple of days later they will send an engineer out which you have to wait in half the day for and couple be charged for.
Takes 2 weeks plus to switch company by the time you realise that they are an awful company it's too late your outside your 14 day cooling off period with no I internet an increasing phone data bill and a life dial engineer charge.
CAN NOT WARN YOU ENOUGH PLEASE AVOID THIS COMPANY
- Location
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- Location
- Cambridge
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
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Broadband is down since last Friday and nobody really cares about it. Shell energy customer service is a nightmare. Really difficult to contact them and they are not providing any really help. Avoid them. I have to wait for 6 more months until the current contract expires.
- Location
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- Location
- Nuneaton
- Reviewing
- Shell Energy
- Date
- 2020-01-09
- Comments
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********AVOID**********
£15 cancellation fee even if you are out of contract!!! Stay clear, never had this with any other provider, what a joke!
- Location
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- Location
- Aberdeenshire
- Reviewing
- Shell Energy
- Date
- 2022-02-28
- Comments
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Got moved from P.O to Shell. They took over a week to respond to an email with a cut and paste response not answering any of my questions.Stay clear , don't use and I'll be switching if I ever get through to "customer service".
- Location
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- Location
- Wakefield
- Reviewing
- Shell Energy
- Date
- 2020-01-17
- Comments
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Signed up Aug 19
Nothing but trouble, minimal connection, router flashing red. Poor customer support and communication with false promises.
4/5 of no service but still collecting the direct debit but want to offer a £5 goodwill.
Avoid at all cost!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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This company it's bad end of contract didn't tell after finish pay off finals bill 2 months later ask you to send router back if not return charge £35 very rubbish service
- Location
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- Location
- Cambs
- Reviewing
- Shell Energy
- Date
- 2022-12-01
- Comments
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I can only advise you avoid this organisation. Criminal is the only way to describe their tactics. They hope people will give up and accept ridiculous hidden extra charges. Charging extra at the end of your contact, charging if you fail to return a useless router. Charging if you do return the router, but claim they need "evidence". These people should be in prison.
- Location
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- Location
- Motherwell
- Reviewing
- Shell Energy
- Date
- 2022-03-18
- Comments
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Waited home for engineer that wasn't even booked to come. Phoned 3 times (waited almost an hour to speak to someone) and was told different things each time I called. They haven't a clue what they're doing.
- Location
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- Location
- birmingham
- Reviewing
- Shell Energy
- Date
- 2022-09-28
- Comments
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absolutely terrible wifi broadband. when the weathers bad the wifi basically cuts off and stops working. can’t even play the ps4 because all the games lag
- Location
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- Location
- Malvern
- Reviewing
- Shell Energy
- Date
- 2022-07-17
- Comments
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Didn't even connect, just swapped suppliers, waited 3 weeks late now, they still haven't fixed whatever isn't working, they even charged my first bill which they promised they wouldn't until it works. Awful.
- Location
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- Location
- North Yorkshire Dales
- Reviewing
- Shell Energy
- Date
- 2022-09-13
- Comments
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Got migrated from Post Office to Shell and at first noticed no signifcant change HOWEVER in the last few months had very slow speeds (1mbps or less) and frequent outage. Had an Openreach engineer call, told a problem outside of premises and fixed the problem. Here we are 4 weeks later and have now got exactley the same problem. Have carried out both Shell and Ookla and showing broadband as Talk Talk - thought I was buying Shell but...... The service is absolutely crap so BUYER BEWARE, go to BT/Plusnet/EE - all under same umbrella I'm told and I'll be looking to leave Shell ASAP.
- Location
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- Location
- Carlisle
- Reviewing
- Shell Energy
- Date
- 2023-11-23
- Comments
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Two years ago I joined Vodafone broadband. The service was so bad I had two heart attacks and I'm still trying to get the £200 compensation they promised. This lot are even worse and I cannot get any sense out of them. Having agreed a deal where I was supposed to get £220 bonus voucher. No mention on the contract although it was promised by IMRAN WHO from Somewhere.
- Location
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- Location
- Suffolk
- Reviewing
- Shell Energy
- Date
- 2019-01-03
- Comments
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AWFUL - DO NOT USE.
We swapped from Sky Broadband and it was a massive mistake.
This was 3 months ago. Wifi drops out all the time, speeds are rubbish (7mb on router, 0.5MB wireless).
Should have stayed with SKY broadband - didn't have any problems for the 5 years I was with them.
Tried to get help from them on the phone - waited AN HOUR for someone to answer.
- Location
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- Location
- POLEGATE
- Reviewing
- Shell Energy
- Date
- 2021-09-03
- Comments
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The very worst company for broadband stay away if I could I would give this company -10 for the rubbish services I have from day one through PC World overcharged for leaving early haressed over a router that the post office lost not happy at all.
- Location
-
- Location
- Reviewing
- Shell Energy
- Date
- 2022-04-13
- Comments
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Customer service is very if not impossible to get hold of,
Don't go with these guys...
- Location
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- Location
- Nottingham
- Reviewing
- Shell Energy
- Date
- 2023-06-08
- Comments
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Possibly the worst service provider I have ever had to communicate with.
Upgraded with Shell broadband as I couldn't access the internet with the previous shell wifi. Was told that on the 31st of May I would receive a wifi box. It is now the 8th June and I have had no correspondence or wifi boxes, despite still being charged.
Spoke with 4 different customer service agents and had been told to wait in on numerous occasions and promised the box would arrive, still to no avail.
It is a nightmare trying to get compensation for the days I have had no service.
Avoid shell broadband at all cost; terrible internet and awful service. I don't think the people working at Shell even know what day of the week it is.
- Location
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- Location
- Coatbridge
- Reviewing
- Shell Energy
- Date
- 2021-07-08
- Comments
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Please do not join this terrible company. They blame all your equipment in your home for their disgraceful service. They seem to be trained to say you are talking over them, not interested in helping customers whatsoever. Cannot believe this company is allowed to trade. Service NOT!!! I agree with others 1 star review is too much NIL points.
- Location
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- Location
- North West
- Reviewing
- Shell Energy
- Date
- 2021-10-16
- Comments
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Shell Broadband is not fit for purpose. It is extremely unreliable, which is a problem whenever you want to use online services. I cannot wait for my contract to end April 2022, as I have had nothing but trouble for the last 6mths
- Location
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- Location
- Cumbernauld
- Reviewing
- Shell Energy
- Date
- 2023-03-30
- Comments
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Terrible connection and even worse customer service. Router will disconnect almost every 20-30mins and can take 17 mins to load a photograph, or 9 mins to load a Google page, even while sitting next to the router. If you want to cancel, you'll be transferred to different departments and made to explain why you're cancelling to every one of them, just for them to pass you to someone else and explain all over again. Even if you ask them to log a complaint, they just email you saying they've closed your complaint, without actually speaking to you at all regarding it.
If you want to pay for wifi but never actually intend on using it whatsoever, then this is perfect for you.
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2019-12-31
- Comments
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No customer service and no broadband service. I'm leaving!
Also, just called the cancellation line and they hung up on me straightaway.
This company is a SCAM.
- Location
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- Location
- Chorley
- Reviewing
- Shell Energy
- Date
- 2020-06-12
- Comments
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Worst provider ever. Did not have connection for 4 days and supposed to be working from home due to Covid, with vulnerable person in the household and ended up having to travel in the office. Reported to them and still did not have working internet without dropping for another 2 days so cancelled and went with previous provider due to unreliability of service and now they are trying to charge me £200 early termination charge! Do not bother with this company they are shocking!!!!!!!
- Location
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- Location
- dunfermline
- Reviewing
- Shell Energy
- Date
- 2021-10-07
- Comments
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if your looking for broadband do not go with shell,service is appalling and the customer service is even worse,biggest mistake i made!! speed is terrible constantly cuts off been a joke from day 1 tried to cancel within 14 days but they refused saying speed issues are my fault because of too many devices connected at 1 time??
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-09-14
- Comments
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The worst customer services I have come across in a while. Nobody seems to know what they are doing. Was trying to give notice of cancellation for my broadband service but was nearly impossible. In the end I put it in writing and someone from Shell telephoned me, who, when I answered transferred me to a different department and the operative then asked me “why are you calling today?” OMG.
It’s like booking into the Hotel California. Once you check in you can never leave.
- Location
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- Location
- Somerset
- Reviewing
- Shell Energy
- Date
- 2022-11-20
- Comments
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This supplier is an absolute waste of time and money.
Appalling service in every respect, forget any help from customer service. I would highly recommend to stay away. I will never return to Shell.
- Location
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- Location
- Yorkshire
- Reviewing
- Shell Energy
- Date
- 2023-06-08
- Comments
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Utterly useless. Customer service uncontactable, endless overcharging, broadband speed less than 1/3rd of what they promised. Look elsewhere.
- Location
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- Location
- Weymouth
- Reviewing
- Shell Energy
- Date
- 2019-12-10
- Comments
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I will try and give a fair review and am only stating facts. I signed for 18 month contract because of the deal they were doing. Broadband speed was slow and disconnected intermittently. I was not home most of the time, but I required access to files sometimes when I was away and could not get access to them, so I knew the broadband was down. I went one month over my contract and the gentlemen that I spoke to was very calm (I guess he has done this before). He said because I have gone past my contract and that I wanted to leave and there was nothing wrong with the service that I would have to pay £15 I had never heard of that before, so I said no, I've given you an extra month because I forgot and you are going to charge me £15, for which I refused. He said that he would pass the debt on the to the debt collection agency and proceeded with my cancellation. He also stated that the services would be disconnected after midnight and they were disconnected at 20:15. I personally will not be using their services in the future, even if they are the cheapest. So please terminate your contract within the contract period at the right time or a £15 charge will be coming towards you, or in my case the debt collection agency. This is all written in the 28 page contract agreement, which you can find on their website.
- Location
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- Location
- N Yorkshire
- Reviewing
- Shell Energy
- Date
- 2022-03-30
- Comments
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I was landline only with the Post Office then Migrated to Shell. My copper cable will not support broadband so I have a router using Three mobile. Shell Broadband are now setting a direct debit at £30/month for a service I never ordered, I don't need and will not work. I cannot contact anyone to explain. I keep cancelling the Direct Debit at my bank
- Location
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- Location
- Chester
- Reviewing
- Shell Energy
- Date
- 2020-09-11
- Comments
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Avoid at all costs! We signed up for Superfast Fibre Plus guaranteeing 30Mbps in Dec-19 for 18-month contract. By March I am already recording 2Mbps for large parts of the day. I contact them from Mar to Aug with this issue. They change router but no improvement. By Sep we are recording 0.2 Mbps one meter from the router and their customer service is saying we are delivering 30 Mbps. Being an engineer I fail to understand why you would lose 28.8Mbps from the supply to the router to one meter from the router! In the end I paid to get out of these jokers. Useless customer service and failed supply.
- Location
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- Location
- bradford
- Reviewing
- Shell Energy
- Date
- 2019-06-05
- Comments
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i thought the broadband service from shell would be excellent as they are a big company and new to bb services but this is the worst broadband i have ever had and tha includes talktalk it disconnects every 10 minutes and sometimes is on and off like a light switch surely they must be aware that either their service wrong or there is something wrong with the router as if i reboot everything it will work for a day or so and then keep disconnecting again and as i have just started a 18 month contract i dread to think what the termination charges are but anyone considering joining them please thin twice YOU HAVE BEEN WARNED
- Location
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- Location
- Rotherham
- Reviewing
- Shell Energy
- Date
- 2020-02-07
- Comments
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Absolutely shocking. Had broadband installed in november 2019 fine for first couple of weeks then on day bill was due to be paid my service was suspended at 10am. Spoke to customer services and paid bill. Was told it would take 24 hours to reconnect. 5 days later still no reconnection. Tried calling customer services and was passed to various people. Eventually spoke to someone who me i had only paid half the bill (i hadnt). Was put through to someone else who said i had paid the full bill and would be reconnected. 24 hours later i was reconeccted. Gets to decembers bill and same thing account suspended at 10 am on 23rd december. Again called and paid again told it would take 24 hours. It was january 5th it was reconnected. Absolutely appalling service i have now cancelled my broadband after only 2 months. AVOID AVOID AVOID
- Location
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- Location
- Chester
- Reviewing
- Shell Energy
- Date
- 2020-04-28
- Comments
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Disaster... yesterday i was waiting for an engineer between 8 and 1 pm to fix my faulty broadband he didn't come... no reason no call from shell energy broadband NOTHING !!!! First bill is 41£ another disaster 41£ for what ? For dropping signal and bad speed ? Do not choose that provider ! Dropping signal. Bad speed. Expensive. Thanks.
- Location
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- Location
- windsor
- Reviewing
- Shell Energy
- Date
- 2022-05-25
- Comments
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My broadband has not worked since the day it was installed. customer service is almost non-existant and you have to request a call back from a manager that just doesn't happen. 4 weeks now with no internet, no refund, nothing.
- Location
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- Location
- Wales
- Reviewing
- Shell Energy
- Date
- 2022-10-10
- Comments
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Avoid at all costs. What a disgrace of a company, we were sold this wifi as part of a deal when buying appliances from Currys. The cheapest in our post-code apparently, and feeling pressured on the spot that this was the fastest wifi in our area we stupidly agreed to shells wifi. 3 times in 7 weeks we have had to have an engineer out to “sort” the same reoccurring issue. Wifi works fine for a few days and then gets cut off down to nothing, takes over and hour to speak to somebody from customer service just to be told that you need to restart the router..lol. Very unprofessional to also be told “can you not ask a neighbor to use their wifi?” Because i work from home. First of all we pay to have our own working wifi and secondly who in the right mind even says that to a customer who should be getting what they pay for!! Awaiting for complaints team to get in touch so I can cancel and start with a better much more professional provider where i hopefully wont have to worry about my wifi being cut off an hour before i have to deliver a presentation! If i could rate them 0 stars i would.
- Location
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- Location
- Irvine
- Reviewing
- Shell Energy
- Date
- 2022-10-22
- Comments
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Shambles of a company, engineer failed to show on Friday and now need to wait till Monday , 2hours on a call to be told this ,and also house has a phone line and won't connect it , and I'm a new Customer, looks like I will be using the 14 days cooling off as this is a bad start to any new member ,should never of gave me a date of live if they can't fufill it
- Location
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- Location
- Chorley
- Reviewing
- Shell Energy
- Date
- 2020-06-12
- Comments
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Absolutely the worst provider I have ever had the misfortune to use... due to Covid and classed as a key worker with a vulnerable person in the household I was working from home until the day my service went live, or I should rephrase that until I had no service at all. Reported and informed fault that needed engineer visit, but it worked fine with previous provider, did all the checks and was so frustrated and stressed had to go into the office to work, more worry and stress, and decided to change back to previous provider and since worked perfect and now been slammed with early termination for £200! Yeah right! Am I going to pay .. Absolutely not!! Rang and been told I am contracted and have to pay there was no apology or anything from them! Reported to Shell now awaiting further response and to the Ombudsman also. SAVE YOURSELVES FROM HEARTACHE AND STRESS AND KEEP CLEAR FROM SHELL... AWFUL AWFUL AWFUL AWFUL AWFUL!!!!
- Location
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- Location
- Heywood
- Reviewing
- Shell Energy
- Date
- 2020-09-23
- Comments
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Problems from day one with the internet connection and the internet speeds. Upgraded from sky broadband to shell fibre optic and sky broadband was far quicker. Customer service is non existent. They take days/if not weeks to reply to mails and claim to have contacted me when in fact this has never happened once. 3 months later and I still have these problems but if I cancel they will want a cancellation fee so I’m stuck with a slow broadband. Will never use this provider again. Reccomend no one does!!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.